Terms of service
Terms of Service
Last updated: 20 September 2026
1. About mycity
mycity creates and sells 3D city models. These terms explain how you can use our website and the terms on which we sell products to you as a consumer.
Business correspondence address: mycity, c/o Makerversity LTD, Somerset House, Strand, London WC2R 1LA, United Kingdom.
You can contact us at hello@mycity3d.uk about an order, a product or these terms.
Our online store is hosted by Shopify. Your purchase contract is with mycity. Shopify provides the platform; we are responsible for fulfilling your order and handling any problems with it.
2. Our products
Our product pages describe each model, its dimensions and the available frame options. Please check these details before ordering.
Photographs are intended to represent our products accurately, although colours can look different on different screens. Any variation must be consistent with the description provided when you ordered. This does not affect your right to receive goods that are as described, of satisfactory quality and fit for their purpose.
We may update our catalogue and prices for future orders. Changes will not alter an order we have already accepted without your agreement.
3. Placing an order
Please provide accurate contact and delivery details and check your chosen product and frame option before placing your order.
Placing an order is an offer to buy the selected products. An automated email acknowledging receipt of your order does not, by itself, mean we have accepted it. We accept your order when we send an email expressly confirming acceptance or confirming dispatch, whichever happens first. For a custom order, acceptance may be confirmed separately in writing.
If we cannot accept your order, for example because the product is unavailable or payment cannot be processed, we will explain this and promptly refund any payment taken for that order.
If we discover a pricing or product-description error before accepting your order, we will contact you with the correct details. You can choose whether to proceed or cancel for a full refund. We will not charge a higher price or substitute a different product without your agreement.
4. Prices and payment
The product price and currency are shown on the product page and at checkout. Prices include taxes that we are required to include. Delivery costs and any additional charges we collect are shown before you complete your order.
Available payment methods are displayed at checkout. We take payment through the payment services available on our store.
For international deliveries, import duties, local taxes or customs-handling charges may apply. Before accepting your order, we will explain whether these are included in your payment or payable separately by you. Where charges cannot reasonably be calculated in advance, we will tell you that they may be payable. We will not ask you to pay a charge again if we have already collected it.
5. Delivery
We ship from the United Kingdom to the countries available for selection in the delivery address at checkout. If your country is not listed, contact hello@mycity3d.uk and we will work with you to arrange delivery, subject to agreeing the shipping cost and delivery arrangements before you order.
Our [Shipping Policy](https://mycity3d.uk/policies/shipping-policy) explains our processing times and delivery arrangements. We will provide the applicable delivery estimate before accepting your order. Unless we agree a different delivery period with you, we will deliver without undue delay and within 30 days of accepting your order.
If your order is delayed or goes missing, please contact us. We will investigate with the carrier and explain the available next steps. Our responsibility to you does not depend on the carrier first approving a claim.
If we miss an agreed delivery deadline, you can ask us to deliver within a reasonable additional period. If we also miss that period, you can cancel the affected order for a refund. You may cancel immediately if we refuse to deliver or if delivery by the agreed deadline was essential and this was clear when we accepted the order.
For delivery services arranged by us, the goods remain our responsibility until you, or someone you nominate to receive them, takes physical possession. Your statutory rights also apply to delivery problems and damage in transit.
Please tell us promptly if your delivery address is incorrect. If redelivery is needed because of an error you made, we will explain any reasonable additional cost and obtain your agreement before arranging it. This does not remove any cancellation rights you have.
6. Changing your mind and cancelling an order
For standard products, you may cancel from the time you place your order until 14 days after the day you receive the goods, without giving a reason. If products from one order arrive separately, this period ends 14 days after the day the last product arrives. Sale items have the same cancellation rights.
Tell us clearly that you wish to cancel, for example by emailing hello@mycity3d.uk with your name and order details. You can use the optional cancellation form at the end of these terms, but you do not have to. Cancellation does not require our approval.
If you have received the goods, send them back within 14 days after telling us you are cancelling. We will provide return instructions. You may also use the returns address published in our [Refund Policy](https://mycity3d.uk/policies/refund-policy).
You may unpack and inspect the goods as you would reasonably do in a shop. Please package returns securely, using the original packaging if available. Original packaging is not a condition of exercising your cancellation rights. Where the law allows, we may reduce a refund to reflect loss in value caused by handling beyond what was necessary to establish the goods' nature, characteristics and functioning.
You are responsible for direct return-postage costs for a change-of-mind return only where we told you this before you ordered and have not offered to cover them. Faulty, damaged or incorrect goods are dealt with under section 7.
If you cancel the whole order, we will refund the product price and the cost of our least expensive standard delivery option. Any extra paid for a premium delivery service does not have to be refunded.
We will refund you without undue delay, using your original payment method unless you agree otherwise, and without a refund fee. Where goods are being returned and we have not offered to collect them, we may withhold the refund until we receive the goods or evidence that you sent them back, whichever is earlier. We will refund within 14 days of that point. If no goods need returning, we will refund within 14 days after being told of your cancellation.
7. Faulty, damaged or incorrect goods
We are responsible for supplying goods that meet your consumer rights. If an item is faulty, damaged, not as described or incorrect, contact hello@mycity3d.uk with your order details and an explanation of the problem.
Photographs of the item and packaging can help us resolve an issue, but they are not an absolute condition of a remedy. Please report damage as soon as reasonably possible. Failing to report it within 48 hours does not remove your statutory rights.
For UK consumers, faulty or misdescribed goods normally carry a 30-day short-term right to reject them for a refund. Other rights, including repair, replacement, price reduction or a further right to reject, may apply after that period, depending on the circumstances. These rights are separate from the change-of-mind cancellation period.
Where you are entitled to a remedy for goods that do not meet your consumer rights, we will cover the reasonable costs of returning them. Please contact us so we can arrange an appropriate return method.
8. Custom and personalised products
For a bespoke order, we will agree the specification, price and delivery arrangements with you in writing before accepting it.
The statutory change-of-mind cancellation right generally does not apply to goods made to your individual specifications or clearly personalised for you. We will tell you before you order if this exception applies. Choosing a standard model or one of our standard frame options does not, by itself, make your order bespoke.
Custom and personalised products still carry your rights if they are faulty, damaged or not as agreed.
9. Using our website
You must not use our website for fraud or other unlawful activity, introduce malicious software, or attempt to gain unauthorised access to the website, customer accounts or systems.
If you create an account, keep your login details secure and contact us if you suspect unauthorised use. We may restrict access where reasonably necessary to address misuse or protect the website. This will not remove your rights relating to existing orders.
The website's photographs, text, branding and other content belong to us or are used with permission from their owners. You may browse the website, share links and save information for your own personal use. Other copying or commercial use requires permission unless permitted by law.
10. Privacy
Our [Privacy Policy](https://mycity3d.uk/policies/privacy-policy) explains how personal information is collected, used and shared when you use our website or place an order. Accepting these terms does not, by itself, mean you consent to optional marketing or advertising cookies.
11. Our responsibility to you
If we breach these terms or fail to use reasonable care and skill, we are responsible for loss or damage you suffer that is a foreseeable result. Loss is foreseeable if it is an obvious consequence or if we and you knew it might happen when the contract was made.
Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, breach of your statutory consumer rights, or any other liability that cannot lawfully be excluded or limited.
12. Complaints and applicable law
If you have a complaint, email hello@mycity3d.uk with your order details and the outcome you are seeking. We will investigate and explain our response. Your right to pursue other available remedies is unaffected.
These terms are governed by the law of England and Wales. If you live elsewhere, this choice does not deprive you of mandatory consumer protections that apply in your country of residence.
The courts of England and Wales may hear disputes relating to these terms. This does not restrict any right you have as a consumer to bring proceedings in the courts where you live, including Scotland, Northern Ireland or another country where applicable law provides that right.
13. Changes to these terms
We may update these terms for future orders. The version in force when we accept your order will apply to that order, unless we agree a change with you or the law requires otherwise.
Our policies provide additional information. They do not reduce the cancellation, refund or delivery rights explained in these terms, or any statutory rights you have.
Optional cancellation form
Complete and send this only if you wish to cancel your order. You may instead use any other clear statement of cancellation.
To: mycity, c/o Makerversity LTD, Somerset House, Strand, London WC2R 1LA, United Kingdom; hello@mycity3d.uk
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Goods:
Order number, if known:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), only if this form is sent on paper:
Date:
Delete whichever alternatives do not apply.